Senior IT Operations Analyst

Senior IT Operations Analyst

Hybrid work setup: 2 days per week in office (SE5)

Some site travel required (TOIL)

The Senior IT Operations Analyst is a hands-on, supervisory role within a small team, who are responsible for the IT Infrastructure, comprising physical & virtual servers, backup and disaster recovery solutions, networking, and cloud services.

The role is to assist with the support and maintenance of the infrastructure, ensuring that the services and underpinning processes are efficient, effective, and meet agreed service levels.

In addition, the role will provide technical expertise and support to a variety of IT projects.

The organisation is geographically dispersed and has approximately 7,000 IT users across approximately 900 locations, comprising of a comprehensive IT infrastructure delivering several line-of-business systems which reach out to all staff. Primarily based at Territorial Headquarters in London the IT Department is responsible for the entire IT infrastructure, service desk support, corporate systems, IT provisioning, information security, telephony (landline and mobile), IT project management, and management information.

Organisation Structure:

Head of IT Infrastructure
IT Operations Manager
IT Operations Technical lead
Senior IT Operations Analyst
IT Operations Analyst

Reporting Structure:

IT Operations Manager

Accountability Structure:

Head of IT Infrastructure, Chief Information Officer, Secretary for Business Administration, IT
Strategy, Senior leaders across the organisation, any users IT Operations services. External suppliers and out-tasked service providers. IT Department Units, Contractors & consultants, Management of external out-tasked service providers

There are no budgetary responsibilities

You will

- Influence the design, contribute to the development and configuration and provide operational support of the infrastructure to ensure the IT operations required
- Collaborate with others to ensure that all infrastructure components and processes are fully documented, version controlled and adhered to, to ensure that changes can be managed without impacting users and security issues can be managed appropriately
- Investigate future technologies to drive continual improvement of the environment
- Provide quality assurance to the design, planning and review of operational readiness for new projects, to ensure smooth transition and mitigate negative impact on users
- Install, configure and test the various infrastructure components, to ensure that the users have appropriate technology to undertake their work
- Provide input to the Business continuity planning process and implement resulting plans, including ensuring that backup/recovery procedures are executed
- Responsible for owning an issue until its resolution or until you have managed to secure a more knowledgeable owner, to ensure that all requests are resolved according with their importance
- Proactively managing relationships with internal and external stakeholders to respond to issues, understand their needs and drive continual improvement
- Proactively managing IT supplier services and related performance issues to ensure return on investment and rapid response to support issues
- Ensure the integrity, security, and availability of relevant WAN/LAN network components and services, so protecting user and commercial data associated with the IT systems and services from fraudulent use or access, to minimise risk of misuse
- Implement and support IT Infrastructure Library (ITIL) processes/principles to maintain the required standard in the departments work

You have:

- Strong demonstrable experience of managing, designing, implementing supporting, developing and improving complex IT operations environment (comprising physical & virtual servers, backup and disaster recovery solutions, networking and cloud services) for a multi-site organisation, supporting 7,000 users across approximately 900 locations
- Strong subject matter expertise in implementing, supporting and developing complex IT operations environments, with the proven ability to apply that knowledge effectively within the workplace, with the drive to keep updated with all relevant statutory and best practice developments, and influence organisational thinking
- Demonstrable excellent communication skills (written and verbal) with the proven ability to advise and guide and convey complex ideas/processes/procedures to technical & non-technical audiences
- Strong interpersonal skills with the ability to develop successful and collaborative working relationships at all levels of seniority within an organisation
- Strong organisational skills, attention to detail, effective time management and the ability to prioritise work, and be able to respond to tight deadlines
- Proven ability to think critically, you are a solution focussed individual with demonstrable ability to analyse and improve existing processes and procedures to positively influence performance and outcomes
- The ability to contribute to the continuous review and improvement of service delivery across a geographically diverse and multi-disciplinary organisation
- Educated to degree level and/or with equivalent relevant practical experience and a minimum of ITIL foundation
- The ability to work flexibly to deliver the requirements of your role such as evening work, weekend work, unsociable hours and occasional overnight stays for meetings and visits throughout the Territory. Often at short notice as critical changes must be made outside core hours

You may have:

- Project management experience or a recognised qualification such as Prince 2 orAgile (A,R)

We expect you to exhibit behaviours that model our values of integrity; accountability; compassion; passion; respect and boldness